Do Hotels Still Need General Managers in 2024?

Excerpt from Travel Daily News

The increasing use of AI and automation in the hotel industry has raised questions about the continued need for General Managers (GMs). Despite technological advancements like contactless check-ins and hotel apps, GMs’ role in guaranteeing operational efficiency and guest satisfaction remains crucial. Although algorithms and data-driven systems can now manage many responsibilities traditionally held by GMs, the human touch that GMs provide is irreplaceable.

Guests value human interaction, particularly in situations of uncertainty. A personal interaction with a GM can transform a stay from functional to memorable. However, for GMs to be effective, they need to be adaptable, data-savvy, and capable of navigating human interactions and automated systems.

While AI can make hotels more efficient, it lacks the warmth and intuition crucial to the hospitality industry. The GMs of the future will need to seamlessly merge technology with emotional intelligence to manage not just buildings but experiences. Despite increased automation, the need for skilled and emotionally intelligent leadership in the hotel industry remains, making GMs indispensable. As long as guests desire personal connections and tailored experiences, the role of the GM will remain relevant.

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